I had a patient that had a history of violent behaviors and untreated mental illness. The patient became increasingly angry and began to yell, curse, and throw things around the room. This was in addition to making gender-related inappropriate comments. The patient was upset because he disagreed with the discharge plan.
After primary staff attempted to explain, educate and de-escalate unsuccessfully, Kelli was notified. She stopped what she was doing, reviewed the chart, notified security, and spoke with me to review the info and discharge plan. She took time to also speak with the patient. I wanted to commend her on her willingness to help and her method of approach with the patient. Her words of choice and approach to his primary concerns and "medical" aspect of care and discharge helped de-escalate the patient's attitude quickly and without any further disruptions from the patient. She managed up, verbally, direct staff. She used words such as "I'm going to ensure you're taken care of medically," and "I understand." She was able to help the patient stay on-topic regarding discharge concerns and offered all resources to him (getting a ride/help with shelter placement).
Thanks for your willingness to help!